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| fire |
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fire
World Chat Champion
Joined: 06 Feb 2006
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 Posted: 20:30 - 15 Mar 2007  Post subject: About to make a complaint ..Need advice |
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Had what i felt was a bad experience with a DJ store and repair of one of my CD players. Whats you opnion on the matter?
| Quote: | Dear Management
I am writing to you in regards to a service that I have received from your company which I’m quite dissatisfied about.
On January 15th I came to your store to hand in a non functioning CD player for repair. I had not purchased the CD player from you directly, but as you’re one of the few DJ specialist stores in Glasgow, and also by having a good experience with you prior to this, when purchasing a CD wallet. Your staff was most helpful and also answered some of my questions in relation to other CD players. I felt that you would be an ideal choice, and capable of handling the repair.
The particular CD player I handed in was a Numark Axis 4. After explaining to your colleague why the CD player was faulty. The Power Supply Unit needed replaced. A simple task really, one that I could have done myself in all honestly, but I initially thought I would leave it in your more capable hands to avoid hassle of trying to find the specific component myself. Your colleague assured me that the CD player would be fixed by the following Monday, a weeks time. He also assured me that I would be contacted by telephone when the task is complete. I was a little alarmed at the fact that there was no sort of receipt given to link the CD player directly to me. I just gave you my name and number and was sent on my way. Now I can appreciate you may not be a particularly large commercial business and these sorts of precautions are not taken, but when your dealing with equipment that is worth hundred’s of pounds, shouldn’t you be? Or was my specific case dealt with differently and it is policy to issue some sort of receipt when handing in equipment for repair? Nonetheless I was disappointed.
After a week had passed, I became concerned I was not contacted; hence I came down to your store again, and spoke to one of your colleague’s again. I was informed that the CD player has been sent back to Numark and that it could be delayed for another week. I understood that these sorts of things can get delayed sometimes, especially when things are getting sent back and forward in batch.
I came back again after a week, still no call. And spoke to one of your colleagues again, who informed me that Numark were “Snowed under” and that it could take a total of three weeks before the CD player was returned, but I will be contacted as soon as it arrives. I was beginning to get frustrated at this point, after being misinformed on more that one occasion and felt that if I was given a more accurate ETA to begin with, I could have arranged for something else. Not to deny the length of time I had now been without my CD deck!
Being a fairly busy person myself, I could not always continue to find time to come to your store regularly to check on how the whole process was getting on, and already had been assured by your colleague that I would receive a phone call. I did let a couple of weeks go by before I returned. For a change on this occasion I was informed correctly, that the whole process can take up to eight weeks! If I was made aware of this initially, I would have most defiantly arranged for something else. On this occasion I could only laugh at the situation after the number of times I was mislead and left your store with a sigh of disappointment. Numark can’t be blamed in this occasion as I came to YOU, and left the CD player in YOUR responsibility and was assured by YOU that it would be fixed in a week’s time.
To emphasize the length of time you have actually taken to repair my CD player I had purchased a pair of Pioneer CDJ800’s within those two months, which I’m sure you can agree, is quite a significant upgrade. Now I was really just waiting on you to return my CD player so I can along with it sell its other half.
Purely due to that fact and because of being misinformed on numerous occasions I returned exactly 8 weeks later on March 15th to pick up my Numark Axis 4. Not at any point did your colleagues sympathize with me or apologize for the length of time that the simple repair took. Like others, I did not receive a phone call from anyone to notify me my CD player had now been returned to your store. Instead I received my CD player in a more damaged box than previously which is not going to appeal to buyers at all as I’ve described the equipment as only being a couple months old and in good condition with boxes and manuals. Now the packaging of the CD players seems to contrast the other.
I also was billed £40 for the carry out of repairs which almost seems unbelievable for a repair that should have cost a fraction of that, it almost seems like I’ve been charged for accommodation fees. Secondly, I was simply given a receipt of the £40 I paid, no sort of breakdown or a diagnostics and carry out of repairs sheet. Now would a company like Numark not issue you with these for yourself AND your clients? Which leaves me oblivious to where my money actually went? The apparent costs of repairs seem half the price of the CD player itself. It almost feels not worth paying, but I did not like to kick up a fuss and protest paying the amount at the time, and stayed quite calm and reserve about it.
I believe the whole matter was dealt with quite unprofessionally, from start to finish, and I’m particularly unhappy about it, that’s why it has come to this with me now writing to you directly about it. Furthermore it has left me quite uncomfortable about dealing with your company ever again if this is the kind of service I the client will continue to receive.
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Want to sound threatening but compromising at the same time, kinda of like a rough draft to what im goin to send them. if any of you guys like this sort of thing, or feel i can add to it..please let me know.
how do you feel about this aswell.. do you think i was dealt with an accpetable fashion, can i take this further if the store doesnt sympathise with me?
Dont usualy write letters..specialy complaints..as i dont like making them!..but i really felt i was done wrong here
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Write off! Honda NSR150 RR ('01) - Sold Cagiva Mito Evolution ('00) - Sold Honda NSR125 ('01) - Current Gasgas TXT 250 ('98) - Sold Kawasaki Z750 ('10) - Write off! Yamaha FZ1 ('09) - Current Ducati Streetfighter 848 ('14) |
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| Whosthedaddy |
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Whosthedaddy
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Joined: 11 Dec 2005
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Posted: 20:34 - 15 Mar 2007  Post subject: |
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The facts, all the facts and nothing but the facts. Leave personal feelings and opinions out of it.
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Current : MSX 125 Past : CBR 900RR Monkeybike : c50 LAC : ZXR750 H2 : FZR600 : ZX7R P3 : YW100 : TRX850: Trophy 900 T309 : GSXR 600 L0: Monkeybike : XJ6S Whosthedaddy |
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| Kwaks |
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Kwaks
I'm not a fast rider
Joined: 28 Jan 2006
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| Posted: 08:16 - 16 Mar 2007 Post subject: |
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You paid £40 to get an £80 cd player repaired 
How can you sell it on as 'a couple of months old' when it is obviously over a year old, otherwise would be covered by warranty? 
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Fallen Angel "Nae sniffing my seat now!!!!! "
www.cliqueycuntsmcc.co.uk
I AM NOT A FAST RIDER!!!!!!!!! |
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| akaDAVE |
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akaDAVE
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Joined: 01 Sep 2005
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| Posted: 10:37 - 16 Mar 2007 Post subject: |
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My first impression is that it is far too long, the huge body of text would make me wince and I would immediately file it in the bin.
Tie it to a brick and lob it through thier front window. 
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| Ste |
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Ste
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| Mr.Everready |
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Mr.Everready
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Kwaks
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| fire |
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fire
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Joined: 06 Feb 2006
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| Posted: 12:16 - 17 Mar 2007 Post subject: |
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| Whosthedaddy wrote: | The facts, all the facts and nothing but the facts. Leave personal feelings and opinions out of it. |
OK... As I Said, i dont really write letters of complaint, this is my 2nd ever infact! But yeh.. il take bits outa there.. and re-word it. Thnx
| kwaker6er wrote: | You paid £40 to get an £80 cd player repaired
How can you sell it on as 'a couple of months old' when it is obviously over a year old, otherwise would be covered by warranty? |
Ye It should be covered by warranty, but i bought it from an internet based company, and it almost seemed not worth posting the CD player all the way back to them.. just to get one component replaced, where as i thought i could take it to a DJ shop and pay the £10-£20 and have it done quicker...£40 was just taking the piss, and i was cringing when passing it over to them!
The CD player is £135 brandnew..and i was hoping to sell it on for £100
| Ste wrote: | 1. Sort the grammar and spelling errors, parts don't make sense.
2. Find out who it is you're writing to, "management" could mean lots of different people, you'd be wanting the managing director of the company who own the chain of shops.
3. How old was this CD player? Were you expecting the repairs to be done under warranty?
4. Remove all opinion from the letter, stick to the facts alone.
5. Say what you're wanting them to do to remedy the situation rather than just writing saying that you're pissed off at them.
6. Shorten your letter, remove everything that is slightly going off on a tangent.
7. Mark the letter "Without prejudice".
8. Can you take it further if they don't sympathise with you? Yes, but you'd have to have a complaint other than "I'm pissed off!!!", shoddy customer service in itself its anything to do with the courts.
Plenty to be done prior to posting it, and when you do make sure to send it by recorded delivery.
Is the shop or company a member of any professional associations? |
 Will do.. as i said rough draft, just wanted the main body of the letter, gonna play with it later
its a small shop, so addressing it to management really narrows it down, i suppose i could always call them and ask who the owner is.
the CD player was 2-3 months old, i didnt buy it from them, so wasnt expecting them to charge me nothing for it!
right that makes sense now, looking at it from a legal perspective
Ye i didnt really know how to put across to them, i want you to remedy the situation, how do you think i can word that?
Right..i will do
ok
i really dont intend to take it further, i just want to know that the option is there.. so they cant really bin it and tell me to piss off
Recorded delivery - Gotcha
its only like a small DJ store, but there is only a handful of them in glasgow, so they do get alot of business, for example when the big name DJ's come down to play gigs, they rent the equipment of these guys.
but thanx again.
| Mr.Everready wrote: | You used the shop to repair a CD player because you bought a CD wallet from them, hardly a great recommendation is it ?
It's £40, put it down to experience. They'll look at your letter, laugh then throw it in the bin. |
Well i thought it was good customer service when selling the wallet to me, it gave off the impression that they were good in that department. wouldnt you go back to a shop if you had a good past expierince with them? i just wanted to really empahisize the fact that i thought they would do a good job, but they didnt.
Theres only 3 DJ stores round that area, one didnt specilialise in repairs, one i had a bad expeirince with when buying Wires for my equipment (didnt like the guys attitude)...and then there was this one.
| kwaker6r wrote: | No answer to my question
If selling as a couple of months old why did you not claim on the warranty
If I can spot that, I am sure they can, and thus that letter goes in the bin as being just a touch hypocritical |
As i said earlier, i baught it off an internet based company, it would have involved me packaging the equipment, taking it to a a delivery service, which woulda skinned me alot of money, then waiting for them to send it back.
instead i coulda just popped down this shop in the town after work. and easlily picked it back up again aswell.
it was an easy repair. i really wish i just done it myself now
I should probably mention in the letter who i bought it from.
____________________
Write off! Honda NSR150 RR ('01) - Sold Cagiva Mito Evolution ('00) - Sold Honda NSR125 ('01) - Current Gasgas TXT 250 ('98) - Sold Kawasaki Z750 ('10) - Write off! Yamaha FZ1 ('09) - Current Ducati Streetfighter 848 ('14) |
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| sickpup |
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sickpup
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fire
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| Whosthedaddy |
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Whosthedaddy
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| Posted: 19:43 - 17 Mar 2007 Post subject: |
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Post Office?
Rumour has it they can send recorded parcels for you  
Hell of a lot cheaper than private couriers
____________________
Current : MSX 125 Past : CBR 900RR Monkeybike : c50 LAC : ZXR750 H2 : FZR600 : ZX7R P3 : YW100 : TRX850: Trophy 900 T309 : GSXR 600 L0: Monkeybike : XJ6S Whosthedaddy |
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| fire |
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fire
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Mr.Everready
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Whosthedaddy
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| pwntifex |
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pwntifex
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| sickpup |
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sickpup
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| Posted: 01:59 - 18 Mar 2007 Post subject: Is Fire_NSR a little like Tim nice but dim? |
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Hmm not to bright are you son. You realise I've worked in and around the Logistics industry all my adult life?
We have a service in the UK called the Royal mail.
If you go here you will notice you can send a 6KG package for £8.74 and for a £1.00 you can be insured for up to £100. A total of £9.74 and the convenience of a post office on every high street.
Compare that to the Citypack option you listed that is for docs only in a plastic bag so you cant even use it and its a good deal. |
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| Kwaks |
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Kwaks
I'm not a fast rider
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| Posted: 10:49 - 18 Mar 2007 Post subject: |
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The fact you bought it from an internet company is irrelevent.
The goods came with a MANUFACTURERS warranty, which means you can arrange to take it to ANY company who is a registered dealer, and even in many cases the manufacturer will send out a repair agent or collect it themselves.
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Fallen Angel "Nae sniffing my seat now!!!!! "
www.cliqueycuntsmcc.co.uk
I AM NOT A FAST RIDER!!!!!!!!! |
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Old Thread Alert!
The last post was made 18 years, 309 days ago. Instead of replying here, would creating a new thread be more useful? |
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